Client Identity Resolution

Description

Matches inbound contacts to existing Client records by resolving identifiers — phone number, email, customer ID, or CRM account ID — across channels. Merges duplicate records and maintains a single unified identity for each customer across all touchpoints.

Canonical use case

A customer who previously contacted via email now calls in; the platform matches the caller's phone number to the existing Client record using a CRM lookup, giving the agent immediate context without the customer re-identifying themselves.